Customer Service Representative at - Nigeria’s 1st online lettings agency and one of Nigeria’s fastest growing internet companies. We provide a comprehensive property rentals platform that helps Lagosians navigate the stressful, frustrating and unstructured Lagos property rental market.In order to push our continued level of success, we require talented and resourceful individuals to fill the role stated out below:Job Title: Customer Service RepresentativeLocation: LagosJob DescriptionsTreat customers as people not numbers, metrics or problems.Empathise, address issues & questions, help reach rapid resolution, and make every interaction easy, memorable and valuedAs a Telephone support specialist: investigating, diagnosing and resolving customer enquiries; working where necessary with internal support teams and other colleagues (e.g., Sales and Design …).Day to day email support where required; over time, expansion of the role to include chat and social media may be requiredWork closely with customers and consumers to “troubleshoot” issues using good questioning and fact finding skills.Re-educate customers on the value of the product at ToLet.Own your calls and customers, and always do what you committed to do, providing regular and timely updates along the wayDevelop and maintain a deep understanding of To Let’s systems, products and processes in order to effectively and efficiently handle a wide range of customer enquiries.Take end-to-end ownership over issues and in doing so manage customer expectations, providing education and advice whilst ensuring issues are resolved in a timely manner.Making changes to products and services, as requested by customers and account managersAccurately record and update customer information on call, across necessary internal platforms or applications.Proactively and constructively raise issues and contribute ideas around how all members of the team can each work more effectively.Skills Required:Love being on the phone to customers - with a great phone manner and a real desire to helpA clear and strong communicator with excellent questioning and listening skillsA high degree of emotional intelligence - the ability to stay cool under pressure and remain helpful while handling difficult callsAbility to empathise and show care & consideration to customers, whilst still being able to deliver difficult messages to customers when neededAn accurate and methodical individual with an excellent eye for detailThe ability to challenge and question ideas, openly and honestly, whilst providing solutions and optionsDriven by team performance, and continually striving to be better both as an individual and as a teamA strong team player who forms positive relationships with both colleagues and customersA passionate, energetic and self-motivated individual who proactively looks at their role in the business and how they and the wider team can do better (supports our continuous improvement objectives)Good time management with the ability to prioritise and manage your workload, supporting others as needed. 

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